Technical Account Manager (IT)

About First Focus

First Focus is Australia's leading mid-market Managed Service Provider (MSP) recognized by Cloudtango for nine consecutive years. Although primarily operating in Australia, the company is extending its renowned culture, standards, and customer experience to New Zealand. With a team nearing 500 worldwide and a recent merger with Integris, First Focus is poised to become one of the largest and most comprehensive SMB MSPs globally. Despite this growth, it remains a company where leadership is approachable, employees are supported and rewarded, and where culture is deeply valued.

Role Overview

The Technical Account Manager position seeks an individual eager to transcend traditional account management by blending consultancy and client relationship responsibilities. The role involves partnering with SMB and mid-market clients of up to 500 seats, engaging directly with senior leaders and executives to shape—and not simply manage—those relationships. This position allows the candidate autonomy to develop the role dynamically to suit their strengths and the needs of their clients.

Key Responsibilities

• Establish genuine, trust-based relationships rather than transactional ones.
• Serve as a trusted advisor to senior stakeholders and the C-suite.
• Guide clients in IT strategy, infrastructure, security, and operations.
• Spot opportunities to improve, streamline, or rethink processes and technology use.
• Effectively balance adherence to processes with the flexibility to challenge and innovate.
• Collaborate closely with internal teams to ensure effective delivery of client outcomes.
• Drive measurable impact rather than merely maintaining client satisfaction.

Required Qualifications and Experience

• Prior success in a senior role at an MSP, MSSP, system integrator, or comparable environment.
• Experience managing SMB and mid-market clients with demonstrated ability to engage C-level buyers.
• Strong achievements in account management including client retention and business growth through trust-building.
• Proficiency consulting on IT strategies, infrastructure, cybersecurity, and technology roadmaps.
• Excellent organizational skills including managing CRM systems, forecasting, reporting, and coordinating delivery teams.
• Ability to communicate clearly, challenge constructively, and deliver follow-through actions.

Additional Attributes

A good sense of humor and an aversion to needless complexity are welcomed traits.

Employee Benefits

• Competitive compensation package up to $110,000 annually with no commission.
• Complimentary access to Uprise, offering personalized psychological coaching and counselling.
• Flexible hybrid work arrangements promoting work-life balance.
• 10 paid study days yearly with encouragement for continuous personal and professional growth.
• Access to regular internal training and a comprehensive learning library.
• Participation in the FastTrack mentoring program.
• Engagement with the MAD Council focusing on equality, environmental initiatives, and charitable efforts.
• Frequent social activities fostering a positive and engaging team atmosphere.

Additional Information

Applicants who are neurodiverse are encouraged to apply and may disclose this during application to receive tailored support as outlined in the company's Neurodiversity Statement. The recruitment process incorporates AI-assisted tools, which are used solely to aid in selection and do not make final hiring decisions. Candidate data is managed in compliance with the Privacy Act 1988 (Cth).